- Enables immediate responses to our Business Users’ SAP …
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Transform your customer and employee experience with SAP Conversational AI, which combines a powerful bot building platform and a digital assistant.
Bot Building Platform
SAP Conversational AI provides a powerful building platform that allows for the building of end-to-end chatbots as well as the customization of your digital assistant. Through this platform, you can build or adapt chatbots easily, in days and in full SAP integration. You can also use the platform to create AI chatbots from scratch to automate your customer support, IT service or buying journey.
SAP Conversational AI, under the leadership of all major SAP products, participates in the building of a simple, unified and efficient conversational interface for the entire SAP portfolio: the digital assistant. Any SAP product user can chat with this digital assistant to create a leave request, see the location of a far-away colleague or update the status of an employee after a promotion – all through one unified interface.
- Supported: Easy-to-use and fastest bot building platform
- Supported: Proprietary natural language processing (NLP) technology
- Supported: Support for multiple languages and voice activation
- Supported: Full integration with SAP portfolio and non-SAP solutions
- Supported: Leverage data analytics
- IBM Watson Assistant
- Microsoft LUIS
- Google Dialogflow
Frequently Asked Questions
- It’s rich library of message formatting and rendering and support to various languages.
- It’s intelligent and capable of recognizing the sentiment level as well as its machine learning capability is amazing to capture the user intentions.
- Building a bot does not need a lot of knowledge of coding and does not need a lot of coding. It’s very easy to develop and maintain.
- Tutorial and API reference guide needs improvement so that developers can figure it solution easily. A lot of blogs have been started coming up however, the guide needs to have some examples.
- Not enough mechanism or tutorial available for bot monitoring.
- Limited fallback channel options for connected to live agent which does not making it open to other platforms where SAP interaction center.
Another plus point being SAP keeps bringing and adding new features for improving user as well as developer's experience on the bot platform.
- Ability to use natural language with a match of near specific or exact words.
- Easy user interface.
- Available actions on the go and apt suggestions for the next step.
- More documentation on the usability features.
- A richer user interface would attract users towards it.
- The algorithm for understanding the words and language and small typos can be improved upon.
- Intuitive interface and very lean building process.
- Non-SAP integrations and "open source" feeling.
- Frequent updates and changes.
- Active community.
- Missing capabilities compared to other competitors.
- Difficult to understand its positioning after SAP bought RecastAI.
- Lack of concrete use cases when presented to the SAP community.
Also have worked on a chatbot for the Warner Brothers studio tour. This will help them reduce the use of conventional customer care and enhance their business. Currently, they don't have 24/7 customer service and this will enable them to have one.
- Quick build time
- Easy integration with SAP channels
- Not good integration with voice enabled devices like Alexa
- Difficult to integrate with Teams and compatible messages types. Difficult to get user information when integrated. No control over user input. Not all Output message formats are supported by SAP CAI with non-SAP channels.
- SAP Conversational AI is very good when it comes to integrating with SAP channels and chatbots can be quickly developed and deployed. But when it comes to using SAP Conversational AI on multiple non-SAP channels, it is a bit of drag.
- The new FAQ bot creation makes it easier to build a bot for this scenario.
- The API service consumption needs a good amount of coding. An in build development approach for that would save time.
- It also has very few fallback channels and integration with other fall back channels is cumbersome.
- SAP Conversational AI in addition to providing the chatbot features also integrates bot analytics without the need for much setup/deployment work.
- It is possible to code SAP Conversational AI chatbot in multiple coding languages (Node.js, Python, PHP, iOS, etc.) that makes it easy both implement as well as integrate with existing IT stacks (eg. Analytics, AI, Databases).
- SAP Conversational AI is easy to implement and get it running especially if you are already using SAP S/4HANA Cloud.
- SAP can certainly provide better and more clear documentation on how to customize and deploy the chatbot/use SAP Conversational AI.
- There is lot less developer community around SAP Conversational AI so it is hard to get help from outside developers and experts on best practices, hacks and existing applications/integrations.
- It is hard to use SAP Conversational AI outside SAP S/4HANA Cloud, for example on AWS or GCP or in a multi cloud environment.
- Great user interface
- Quick sign-up to first chat bot time
- Well working machine learning algorithms that understand conversations well
- Add more predefined skills
- Explain better on the web page where the limitations of the current technology are, e.g. is it working with negations, say "The movie was great and everything was great is not what I think".
- SAP Conversational AI is the chatbot platform for SAP product environment. It has very easy integration features with the whole SAP landscape.
- There will soon be a lot of out-of-the-box skills available for different SAP products like SuccessFactors, etc.
- SAP Conversational AI prototyping is free. Hence it is extremely easy to create a POC for a client.
- Conversational AI supports internationalization very efficiently. The only problem is that there isn’t any direct tool in the Conversational AI platform which will translate intents from English to other locales.
- With the latest release, Conversational AI bot connectors have matured a lot, hence the implementation effort for Conversational AI in an SAP landscape has been reduced drastically.
- The Conversational AI bot building platform is very simple to use, and intuitive, hence it isn't an issue for a beginner to start working with it. For simple skills you also don’t need to code.
- There is no option to export all intents. This makes translation of skills very effort consuming.
- There are no data masking features in Conversational AI. Hence some clients feel uncomfortable when their data is being sent to the cloud. But Conversational AI is GDPR compliant.
- It is tricky to implement a Conversational AI bot in a non-SAP environment. Though it is possible.
- It provides so much customization.
- It is easy to use and anyone can learn to use it without prior knowledge.
- It provides various integrations and API support.
- More documentation.
- Transaction API integration.
- Video platform.
- Native connection for Alexa and SAP platforms
- Memory management
- Language support
- Webhook is easily configurable for OData services. There could be better documentation about it.
- Features to improve the NLP.
- Enables immediate responses to our Business Users’ SAP and support related questions in French and German during and outside of office hours anytime, anywhere through the Group Mutual Web site or HelpDesk system.
- Conveys a positive and modern image to our Users, many of which have successfully embraced the chatbot, as evidenced by a 75% first-time resolution rate.
- Natural language processing.
- Integration with social networks and legacy systems.
- Predefined templates/BOTs.
- Minimum or no code; can be configured by any business user.
- Task scheduler.
- Ease Of Use
- Deployment on Range of Applications - Facebook, Slack, etc
- Integration with Alexa
- Ease of connection to SAP Backend
- Ease of Deployment on Google Hangouts
- Ease of use
- Fewer clicks & navigation
- Performance wise, the product is quite good
- Does not provide out of box support for attachment upload or screenshot processing to the bot
- The CAI Chatbot endpoint doesn't connect directly to our business logic and needs expensive implementation changes
- Authentication process is not available within CAI, it relies on other third party provider
- Simple User Interface
- Simple Backend to work with and easy implementation of conversational flows
- Fast response time
- The overall uptime of the servers
- The options to customize the UI
The bot is hosted in Skype and it is pretty good in terms of handling requests from the end-user. The process used to be complex. End-users used to create a ticket for each invidual request and then it used to take time for processing all these. With SAP Conversational AI, it's much much simpler, no longer takes as long, doesn't create a large load on resources, and it is saving time and resources at the same time.
- Building a bot is very easy because it comes with a great UI. Non-AI and ML developers can develop a chatbot with it. Not too much coding required. You need to know either node.js or Python to build webhook only.
- Recent features like factbot, generating bot from odata, and SSO for S/4HANA make it more unique and enterprise-grade which is very rare to see in other chatbot platforms.
- There are many organizations who don't want to host any chatbots in public-facing social media for security reasons. SAP CAI gives the freedom of choice to host in their own client application.
- Currently what it is missing is language support in all the languages. There are many places where people don't speak English. Training bots in different languages like Portuguese, Chinese, etc. is pretty difficult as most of the advanced functionality of NLP are only available for English, Dutch, or French in SAP CAI.
- Except for the SSO based web client feature, if someone wants to host their chatbot in another social channel like Telegram or Facebook Messenger, they have to take care of user authentication themselves as there is no embedded security framework for handling authentication.
- Currently SAP CAI has some standard channels but should offer more, like Google Assistant and WhatsApp.
It is less appropriate if you are looking for designing a trivia-based game or social bot.
- The management of Natural Language through the use of entities and intents is excellent.
- It allows you to apply good practices using the test of the expressions that are thought to be added in the intents, where it allows you to validate if the expression you are thinking of adding is being taken by two intents.
- As an improvement, I think it would be interesting not to reset the memory when you make the request called from the webhook.
- Bots in any language
- Very easy to use
- Fast time to market
- Classification algorithm.
- Custom enrichments to have a global view of all enrichments for a group of entity values.
- Endpoint that manages gazettes.
- Getting data from our APIs.
- Small talk.
- Language support.
- UI customization.
- Integration with other communication platforms like Telegram, FaceBook Messenger, Amazon Alexa
- Easy to develop intelligent bots
- Excellent performance
- Integration with control version software like Git and GitHub
- Quality revision with integration with SonarQ, for example
- Some additional plugins to extend features
Is hard to implement single bots like a workflow process.
- Drag-and-drop user interface making it accessible for technical as well as non-technical users.
- Free tier to develop different chatbots without cost -> easily able to start a proof of concept.
- Integratable with lots of different channels.
- Different opensource (GitHub) projects making it easy to customize the Conversational AI client or self-host the connector.
- Great API + documentation making it a breeze for developers to integrate chatbots in different architectures.
- Better copy-paste functionality in order to copy certain intents between bots without having to make them public.
- Possibility to export data of intents and entities to CSV.
- Better version control -> see differences between the versions easily.
- User interface. SAP CAI has the best approach to help non-technical people to understand and design chatbots efficiently
- Documentation and community. You always find responses to your questions
- French NLP efficiency
- Documentation update. Some of the very nice tutorials and docs seem outdated or not SAP-branded, which can be confusing
- Fallback channels. The intercom fallback channel has an important lack of speed, and the SAP fallback channel seems complicated to implement in a product development sprint
SAP CAI is not so well suited when working on very complex bots with a lot of API calls and memory use. It can be troublesome to obtain the exact behavior that you want to offer to your users.
- Easy UI
- Lots of channel integrations
- Different programming languages
- There could be a platform to help us build the webhook.
- Destination input inside the platform to ease the connection to the backend system.
- More customizations for the bot UI (different styles, change of images).
- Understading (NLU)
- Transparency on NLU
It's less appropriate when you have a lot of different questions, when you need a meta bot or when you don't have much training data.
- Ease of use for phrase triggers (such as 'classification code' phrase to trigger an answer that will be regarding classifying certain goods that the importer wants to identify)
- UI can be simpler.
- Easier implementation for simple conversational uses.
- Reputation from SAP behind the product.
- Good APIs.
- A beginner needs a bit of training.
- It is a free product so I hesitate a bit. I'd feel more comfortable if it costs a bit.
- Guide new users in onboarding process.
- Let user talk freely without reading from a screen or pressing in it.
- Gaining general information from user before engaging a real employee.
- Other languages besides English.
- Let organize workflows drive the conversation.
- More standard domains.